This lack of digitalization has left construction far behind a global economy on the rise and placed the industry as one of the least productive industries too.
We are looking for a motivated and customer-focused Customer Success Manager to join our team in Japan. In this role, you will ensure that Trackunit customers successfully adopt and realize value from our solutions.By building strong relationships, monitoring account health, and supporting day-to-day requests, you will drive customer satisfaction and help lay the foundation for long-term partnerships.
As the customers' advocate, you'll collaborate closely with Commercial, Product Management, and Engineering to align customer needs with Trackunit's product roadmap.
You'll play a key role in accelerating adoption, reducing churn, and uncovering new opportunities in collaboration with the broader account management team.
This role is ideal for someone with strong communication and problem-solving skills who is eager to make an impact in a growing market.
What's in it for you?
A place in an agile growth SaaS business, with possibilities to grow internally in the company. We are moving quickly, so fasten your seat belt and prepare to adjust. Back in 2020 we were 150 employees at Trackunit and we have just passed 450 employees.
International environment with regular check-ins and social events across teams, departments and borders.
We take your personal and professional development goals seriously and we support them through training, coaching and mindfulness as well as with an open feedback culture to enable you to identify your strengths and opportunities.
We do this by touching upon your impact on our triple focus:impacting yourself, impacting teams/relations and impacting the organisation/strategy.
Flexibility and hybrid working is not just a cliché to us or something we state in a job posting. We do offer you a flexible setup and believe that you best can structure how your routines look like.
And once you have chosen how you work best, let us know what you need:
we got you covered with the IT equipment you need for your work.
Turning the Tide. At Trackunit, we aim to create and contribute to an inclusive workplace.
And this priority starts with our hiring - we do not discriminate on the basis of gender identity, sexual orientation, personal expression, ethnicity, religious belief, or disability status.
We only assess candidates on their qualifications and merit. Learn more about TIDE and other DE&I initiatives here.Who are you ideally?
Able to turn product usage into tangible business value that customers can clearly see and feel
Known for building strong, trust-based relationships with stakeholders at every level
Brings technical curiosity and an understanding of Trackunit solutions, industry context, and digital transformation (a plus)
Confident leading Executive Business Reviews, driving adoption programs, and delivering impactful training sessions
Guided by a data-driven mindset—translating usage insights and account health into meaningful action
Naturally collaborative, working seamlessly across account teams (KAM, TAM, Implementation, Revenue & Billing)
Fluent in both Japanese and English, with the ability to bridge cultures and communication styles
Based in Japan, energized by the opportunity to travel and connect with customers (up to 50%)
Don't meet every single requirement? No worries - this is what we're looking for ideally, but if you're super excited about this role but your past experience doesn't align perfectly with every qualification, we encourage you to apply.
Primary responsibilities:
Customer Adoption & Enablement
Lead onboarding and training sessions to help customers fully adopt and utilize Trackunit products.
Ensure customers achieve agreed value outcomes and success metrics.
Account Health Monitoring
Track usage data and account health KPIs; proactively address risks before they escalate.
Conduct Executive Business Reviews and customer meetings to review performance, adoption, and value realization.
Customer Engagement
Act as a trusted advisor and the "voice of the customer" internally, sharing feedback with product managers and implementation teams.
Build and maintain strong relationships across different customer stakeholder levels.Business Requests & Renewal Support
Manage customer requests for additional products or services ("flow business").
Support the renewal process with adoption insights, ROI narratives, and usage data.
Collaboration & Handoffs
Work closely with Key Account Manager (KAM) and Technical Account Manager (TAM) to ensure seamless account management and aligned customer strategies.
Support expansion opportunities by surfacing upsell signals to KAMs.Our hiring process
Disclaimer As we move into the holiday season, we'll be enjoying some well-deserve downtime over Christmas this means we won't review applications until the beginning of January.
Don't waste your time on writing the best possible cover letter for the job. We want you to create an impact that matters, and that's not in the cover letter.
Virtual meet and greet. Meet with the Hiring Leader
Personality-based interview. You will be asked to fill out an online personality assessment using use Hogan prior to the interview. Our Hogan assessment enables us to understand your abilities and how you align with our team culture.
Instead of seeking 'appropriate' responses, the priority is to develop a meaningful exchange that illustrates your synergy with the Trackunit team.
Assignment-specific interview.We want you to get an insight into some of the concrete work tasks or projects related to the role.
You will be given a case to prepare prior to the interview, and at the interview, you will present the case to relevant colleagues from across Trackunit, who you'll also work closely with in the job.
Offer presentation and walk-through. We're lucky to have youThe question is:
Are you in?
Trackunit is proud to be an equal opportunity employer.
We do not discriminate in hiring or any employment decision based on race, colour, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic.
Trackunit also prioritizes providing reasonable accommodations for qualified people with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let our People & Talents team know.Show more Show less
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